At the heart of the public service, the Crédit Social des Fonctionnaires Group, aided by its subsidiaries Créserfi and CSF Assurances, has been selecting and negotiating credit, savings and insurance solutions for its 2,000,000 members, civil servants and those in similar positions, for over 65 years.
“ The mortgage and borrower insurance market has entered a service-oriented era ,” says Marie-Pierre Fontaine, Deputy Managing Director of CSF. To stand out and move from a siloed model to one where the member is at the heart of its concerns, CSF has initiated a digital transformation process to optimize the customer experience through an omnichannel approach to customer relations, streamline sales processes, automate its marketing processes, and improve access to customer service.
With support from Hardis Group, CSF has relied on Salesforce since 2019 to create and develop its new digital platform. The solution is used by all employees for prospecting, sales, marketing, and member services.
“ Hardis Group brought us three fundamental pillars: strong technical, business, and functional expertise; proven experience in large-scale transformation projects; and a management and responsiveness capacity that ensured the success of the entire project. This allowed us to quickly build a strong relationship of trust between the CSF and Hardis Group, as well as excellent collaboration between the teams, ” said Marie-Pierre Fontaine, Deputy Managing Director of the CSF.
“ Our digital platform, the foundation of which Hardis Group helped us to build, allows the IT department to perfectly play its role on a daily basis, as a ‘business partner’ to the operational teams, while also being a driving force for high value-added innovations ,” adds Benoit Leblanc, Deputy CIO of the CSF group .
What it unlocked
